Client Success Associate

• Apr 2021 - Present

Event Coordinator & Operations Manager

• Jun 2017 - Jun 2019

▪ Coordinated with internal stakeholders (owner, senior management team, and team members) and external stakeholders (clients, vendors, and service providers) to host lucrative events and conduct daily operations. ▪ Facilitated meetings to define scope, determine budgets, schedule milestones, map issue escalation and resolution paths, and consolidate stakeholder expectations. ▪ Communicated, monitored, and ensured delegated tasks were completed to the established expectations of both the company and client standards. ▪ Negotiated with vendors and third-party service providers to deliver elements that were outside the scope of normal operations.▪ Directly managed operations and made changes when necessary to ensure work was completed to specifications for both events and daily services.▪ Followed up with clients to collect and analyze feedback that would translate to improved service, satisfaction, and future success. ▪ Maintained correspondence with up to 50+ clients simultaneously during holiday peak season in addition to fielding 100’s of event inquiries. ▪ Point of contact for all contracts, authorization forms and deposit arrangements.

Operations Manager

• Jan 2014 - Mar 2015

▪ Critically reviewed, monitored, and reported key leading and lagging performance indicators drawn from quarterly standards to propose valuable improvements that were transparent to corporate stakeholders.▪ Provided swift troubleshooting of IT software and hardware critical failures during high volume to minimize the impact to ongoing operations.▪ Communicated customer satisfaction reports to relevant leadership to ensure a continuous cycle of service improvement. ▪ Allocated resources according to business history and upcoming predictions to best suit operations using an agile mind set.▪ Delivered counseling, mentorship, and career development guidance for team members via both an ad-hoc and formal annual review process.

General Manager

• May 2009 - Sep 2013

▪ Managed and organized content for the point of sales systems resulting in increased product accuracy, user efficiency improvement, reduction in operations errors, and more precise inventory tracking.▪ Expanded business value by identifying inventory discrepancies and developing governance processes in order to prevent future variance.▪ Initiated written company handbook, policies, and procedures while maintaining the integrity of the existing standard operating procedures. ▪ Managed and organized content for the point of sales systems resulting in increased product accuracy, user efficiency improvement, reduction in operations errors, and more precise inventory tracking.▪ Expanded business value by identifying inventory discrepancies and developing governance processes in order to prevent future variance.▪ Initiated written company handbook, policies, and procedures while maintaining the integrity of the existing standard operating procedures.